If Google cares about some of the long-standing problems, I wonder whether they know how to fix them. (Assign OKRs, which may be conflicting, or get quietly triaged/prioritized?)

Maybe they need personnel tasked solely to just go in, with the blessing of some high-up person, find any bad customer service or goodwill problem, bottom-up, figure out why it's happening, and work with the relevant teams to fix it, quickly. Then repeat.

To fit with ingrained cultural incentives for relevant teams, other managers and ICs might have to be convinced that their performance evaluations depend strongly on cooperating with this process.